Cristina Picciola
North Liberty,IA
Summary
Dedicated and results-driven professional bringing progressive experience in client success management and implementation within the SaaS industry. Successfully drove over $1.2 million in revenue through strategic upgrades and renewals, hired and managed high-performing teams, delivering exceptional customer satisfaction. Ability to lead complex projects, facilitate impactful training sessions, and provide actionable industry feedback. Collaborative team player with ownership mentality and a track record of delivering the highest quality of strategic solutions to resolve changes and propel business growth.
Overview
4
4
years of professional experience
Work History
UPGRADE IMPLEMENTATION MANAGER
COLLECTIVE DATA
- Current
- Converted leads provided by Client Success Team into upgrade revenue
- Sold and implemented customer upgrade sales and projects exceeding $700,000 ARR
- Successfully implemented upgrade projects through sustainment
- Facilitated ILT and VILT sessions to upgrade clients
- Consulted with clients throughout implementation process to ensure success of projects
- Created and maintained documentation for implementation process
- Facilitated webinars for current clients and prospects focused on trends in the Fleet and Asset Management industry
- Managed team of application developers
- Provided Product Team with industry feedback for application improvement.
CLIENT SUCCESS MANAGER
COLLECTIVE DATA
07.2022 - 02.2023
- Recruited, built, and managed a team of 8 employees consisting of Client Success Coordinators and Application Developers for SaaS clients
- Coordinated new client sales and timeline expectations
- Improved customer satisfaction, overall health scores, and NPS scores
- Generated weekly reports on new client implementation and customer satisfaction
- Managed client health dashboard and addressed escalated client issues
- Drove existing account growth by expanding existing revenue by $500,000+
- Secured renewals amounting to $3 million+.
CLIENT SUCCESS COORDINATOR
COLLECTIVE DATA
08.2021 - 07.2022
- Communicated timeline expectations for new clients
- Mediated between clients and the organization
- Managed and resolved client requests and complaints
- Drove account growth through renewals and transitioning legacy accounts.
OFFICE INTERN
KOESTNER AND ASSOCIATES
08.2020 - 08.2021
- Assisted office manager to improve productivity for all daily accounting, filing, and bookkeeping
- Utilized organizational skills to maximize overall office performance
- Filed new appraisal orders as they arrived.
Education
Bachelor of Arts - Organizational Leadership
University of Iowa
Iowa City12.2020
Skills
- Customer Relationship and Success Management
- Customer Training and Education
- Onboarding and Support Strategies
- Exceptional Communication and Interpersonal Skills
- Strong Business and Analytical Acumen
- Problem Resolution and Escalation
- Leadership and Influence
- CRM Software Experience
- Ability to keep the big picture in mind
- Proficiency in Microsoft 365
- Data Analytics and Reporting
Membership
- AMERICAN MARKETING ASSOCIATION
- AMERICAN ADVERTISING FEDERATION
Timeline
CLIENT SUCCESS MANAGER
COLLECTIVE DATA
07.2022 - 02.2023
CLIENT SUCCESS COORDINATOR
COLLECTIVE DATA
08.2021 - 07.2022
OFFICE INTERN
KOESTNER AND ASSOCIATES
08.2020 - 08.2021
UPGRADE IMPLEMENTATION MANAGER
COLLECTIVE DATA
- Current
Bachelor of Arts - Organizational Leadership
University of Iowa
Similar Profiles
John WilliamsJohn Williams
Founder & Managing Director at One Small Step Collective/Ground Control DataFounder & Managing Director at One Small Step Collective/Ground Control Data
Aidan KlingesAidan Klinges
Research Assistant at Community Data Science CollectiveResearch Assistant at Community Data Science Collective
Jenny Carlton WhiteJenny Carlton White
Handmade Crafts Artist at The Covenant Collective; An Artist CollectiveHandmade Crafts Artist at The Covenant Collective; An Artist Collective